We are seeing agents get listed as "missed" in AWS yet the agents status in Omni-Channel is still "Available". The Agent did not get a call presented in Omni-Channel. The Missed status in AWS is also not being pulled in the Agent Activity Audit.
2 réponses
Per the AWS website, agents have 20 seconds to accept or reject a contact. If no action is taken, the contact is routed to the next available agent and the current agent's status will be Missed.
If the agent did not receive the call or did not see it in the Omni-channel, could you confirm whether the enhanced Omni feature has been enabled for your organization? If it has, I would recommend opening a support case to address this issue.
